Custom Roles

Custom roles let you go beyond Owner, Admin, and Agent to define exactly what each person on your team can see and do. This feature is available on the Business plan and above.

Create a custom role

1. Go to Settings → Roles & Permissions.
2. Click Create Role.
3. Enter a name and optional description (e.g., "QA Supervisor" or "Regional Manager").
4. Toggle individual permissions on or off across each category.
5. Click Save Role.

Permission categories

When building a custom role, you control access across these areas:

• Team Management — View members, invite members, edit profiles, deactivate accounts.
• Phone Numbers — View numbers, purchase numbers, assign numbers, configure caller ID.
• Call Flows — Edit IVR menus, ring groups, business hours, and routing rules.
• Analytics & Reporting — View dashboards, export reports, access team-wide or individual stats.
• Recordings & Transcripts — Listen to recordings, download files, delete recordings.
• SMS & Messaging — View conversations, send messages, manage templates.
• Integrations — Connect or disconnect CRM and helpdesk integrations.
• Billing — View invoices, change plans, update payment methods.

Each category contains multiple granular toggles, so you can allow someone to view analytics without letting them export data, for example.

Assign a custom role

1. Open Settings → Team Members.
2. Click on a member's name.
3. In the Role dropdown, select your custom role.
4. Click Save Changes.

The member's access updates immediately.

Edit or delete a custom role

1. Go to Settings → Roles & Permissions.
2. Click the role you want to change.
3. Adjust permissions and click Save, or click Delete Role to remove it.

Deleting a role reassigns all members who held that role to the default Agent role. You'll see a confirmation prompt listing affected members before the deletion goes through.

Best practices

• Start with the built-in role closest to what you need, then duplicate it and adjust permissions.
• Name roles after job functions ("QA Lead", "Sales Manager") rather than individual names.
• Review custom roles quarterly to remove permissions that are no longer needed.

Related Articles

• Roles and Permissions
• Manage Team Members
• User Groups